Application & Service Desk Specialist

Our client a leading BPO company based in Durban is looking to fill the position of Application & Service Desk Specialist.

Purpose of the Role:

The Application & Service Desk Specialist is responsible for managing end-to-end IT support operations and application administration across the organisation. This role combines service desk leadership with hands-on application support covering L1/L2/L3 escalation device provisioning asset management SaaS platform configuration client-specific application support API integrations and vendor coordination.

Operating within a 600-seat BPO call centre environment this specialist ensures that all agent-facing systems contact centre applications and supporting platforms are operational well-maintained and continuously improved to support 24/7 operations and contractual SLA commitments.

Key Responsibilities:

Service Desk & End-User Support:

• Manage the IT service desk function ensuring timely resolution of tickets across L1 L2 and L3 support tiers.
• Provide hands-on L2/L3 technical support for escalated issues affecting contact centre agents.
• Implement and maintain ticketing and ITSM platforms (e.g. Jira Service Management ServiceNow Freshdesk).
• Develop and maintain a knowledge base for self-service and first-call resolution improvements.
• Track and report on service desk KPIs: first-call resolution rate average resolution time ticket volumes and CSAT scores.
• Ensure SLA compliance for all support categories (P1 through P4).

Device Provisioning & Asset Management:

• Manage end-to-end device provisioning and deprovisioning for agent onboarding and offboarding.
• Maintain accurate IT asset registers covering hardware (workstations headsets phones) and software licences.
• Plan and coordinate hardware refresh cycles and bulk provisioning for new campaigns or projects.
• Implement and manage endpoint management solutions and mobile device management (MDM) where required.
• Ensure all devices meet security baselines and compliance requirements before deployment.

Contact Centre Application Support:

• Provide day-to-day support for contact centre platforms including diallers CRM systems workforce management (WFM) tools and quality assurance applications.
• Configure and maintain client-specific application environments user profiles and access permissions.
• Troubleshoot application-level issues including call routing agent state management and reporting discrepancies.
• Support campaign launches by configuring dialler settings skill groups and IVR workflows.
• Coordinate with application vendors for patches upgrades and escalated technical issues.

Telephony Configuration & Support:

• Configure and manage IP phone handsets softphone clients and telephony user settings.
• Support call recording quality monitoring and compliance features (e.g. PCI pause-and-resume).
• Troubleshoot voice quality issues in collaboration with the Infrastructure & Cloud Engineer.
• Manage telephony user provisioning aligned with campaign requirements and staffing changes.

SaaS Configuration & Administration:

• Administer SaaS platforms used across the business (Microsoft 365 collaboration tools HR systems etc.).
• Manage user accounts licences permissions and security configurations across all SaaS applications.
• Evaluate and onboard new SaaS tools coordinating with security for compliance reviews.
• Ensure data integrity and integration between SaaS platforms and core business systems.

APIs & Integration Support:

• Support and troubleshoot API integrations between contact centre applications CRM systems and third-party platforms.
• Monitor integration health data flows and error logs to ensure seamless interoperability.
• Coordinate with development teams or vendors to resolve integration issues and implement enhancements.
• Document all integration configurations data mappings and dependencies.

Vendor Management:

• Act as the primary technical liaison with application and service vendors.
• Track vendor SLA performance escalate issues and drive timely resolution.
• Coordinate vendor access change requests and scheduled maintenance windows.
• Manage vendor contracts renewals and cost optimisation in collaboration with management.

Qualifications and Experience:

• Grade 12 Senior Certificate
• Diploma or degree in Information Technology Computer Science or related field
• 35 years experience in IT support application administration or service desk operations
• Hands-on experience supporting contact centre or BPO environments (strongly preferred)
• Experience with ITSM/ticketing platforms (Freshservice Jira Service Management ServiceNow or similar)
• Strong knowledge of Windows desktop/server environments Active Directory and Group Policy
• Experience with SaaS administration (Microsoft 365 Google Workspace or similar)
• Understanding of VoIP/telephony systems and contact centre platforms
• Basic understanding of API concepts integration patterns and troubleshooting

Preferred Certifications:

• ITIL Foundation v4 (highly preferred)
• CompTIA A or Network
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• HDI Support Centre Analyst or Team Lead

Advantageous:

• Experience with specific contact centre platforms (Genesys Presence ViciDial Aheeva Connex)
• Knowledge of SOC2/ISO/PCI-DSS requirements as they relate to call centre operations
• Experience with CRM platforms
• Experience with Azure
• Basic scripting ability (PowerShell Python) for automation of routine tasks

Competency Area / Technologies & Tools:

• Service Desk / ITSM (Freshservice/Freshdesk/ Jira)
• Contact Centre Platforms (Genesys Presence Aheeva ViciDial)
• Telephony & VoIP (IP PBX softphones call recording systems)
• Endpoint & Asset Management (VSA SCCM Intune asset tracking systems)
• SaaS Administration (Microsoft 365 Freshdesk)
• APIs & Integration (REST APIs webhooks Postman integration monitoring)

If you are interested in applying for this role please send a detailed copy of your CV to

If you have not been contacted within two (2) weeks please consider your application as unsuccessful.